Refund policy

weekspan (website domain: weekspan.com, hereinafter referred to as "we") is committed to providing users with high-quality grocery products and a superior shopping experience. If you are dissatisfied with the product or find any problems after receiving it, you can apply for a refund according to this policy. Please read the following terms carefully before applying to ensure a smooth refund process.
A refund can only be applied for if one of the following conditions is met, and different scenarios have different application time requirements:
Product Quality Issues:If the received grocery items are damaged, incomplete, or malfunctioning (e.g., damaged storage box clips, cracked tableware), you must apply within 7 days of signing for the goods and provide photos/videos of the product problem as evidence.Product Does Not Match Description:If the actual received product is significantly different from the description on the website details page in terms of size, color, material (e.g., labeled "cotton linen" but actually synthetic fiber), you must apply within 5 days of signing for the goods and provide relevant evidence comparing the product to the description.
Wrong/Missing Items: If the received item is not the style or specification you ordered, or if any items are missing from your order, you must apply for a refund within 3 days of signing for the package, providing the shipping label and photos of the received item.
Returns and Refunds for Personal Reasons: For refunds due to personal preferences, changes in needs, or other non-product-related issues, the following conditions must be met: the item must be unopened, unused, and not affect resale (e.g., intact packaging stickers, unopened cleaning supplies), and the application must be submitted within 48 hours of signing for the package. You will be responsible for the return shipping costs. Note: For special items such as food and intimate apparel (e.g., towels, protective masks), due to hygiene and safety considerations, refunds for personal reasons are not supported except for quality issues.
You can apply for a refund by following these steps. You can track the progress via our customer service email:
Submit Application: Send an email to our official customer service email address: service@weekspan.com. The email subject should be “Refund Application - Order Number XXX”, and the body should include: order number, the mobile phone number used to place the order, the reason for the refund, proof of product issues (photos/videos), and your payment account information (bank card number/Alipay account and corresponding name).
Review and Confirmation: We will complete the review within business days after receiving your email. The review result will be sent to you via email. If the review is approved, you will be informed of the subsequent return requirements (such as specifying a return address); if the review is not approved, the specific reasons will be explained (such as insufficient proof, exceeding the application deadline).
Return and Verification: If you need to return the product (we will bear the return shipping cost for quality issues, and you will bear the cost for personal reasons), please send the product back after receiving the approval notification. After receiving the returned product, we will verify the product status within business days and initiate the refund process after confirming that everything is correct.
Refund Arrival: The refund amount will be returned to your original payment method. The arrival time depends on the payment platform's rules. Once the refund is received, we will send an email notification.
Refunds are not supported or may incur additional fees in the following situations. Please avoid these situations:
Exceeding the application deadline:If a refund application is not submitted within the time limit specified in Article 1 of this policy, we will be unable to process it. Only repair (e.g., repairable household tools) or replacement services will be provided (subject to price difference payment).Product affecting resale:If the product is unsealed, shows obvious signs of use, or has damaged packaging (e.g., stickers have been affixed, storage boxes are deformed) due to personal reasons, refunds will not be supported even within the application deadline. If a forced return is made, we reserve the right to refuse acceptance or deduct 30% of the purchase price as a loss fee.
Subjective judgment difference:Refund applications based solely on subjective reasons such as "the product is smaller/larger than expected," "the color is slightly different (not a quality issue)," or "I personally find it unusable" do not meet the refund conditions. We recommend carefully reviewing the product details or consulting customer service before placing an order.
Shipping Fee Deduction: If you request a refund for personal reasons and the goods have already been shipped, the shipping fee we have already paid (the specific amount will be based on the shipping fee in the order logistics information) will be deducted before the remaining payment is refunded.
If you disagree with the refund review result, or encounter problems during the refund process, you can communicate further through the following methods: Official Customer Service Email: service@weekspan.com We will contact you within 1 business day after receiving your feedback to verify the situation and provide a solution; if both parties cannot reach an agreement, the matter can be handled through a third-party mediation platform or legal channels.